Equipment Warranty & Service Terms

Equipment Warranty & Service Terms

Important Notice: All commercial kitchen equipment sold by Kitchway is covered by the manufacturer's warranty only. Kitchway acts as a retailer and warranty facilitator; we do not provide our own warranty on equipment.

1. Manufacturer Warranty Coverage

Each piece of equipment is supplied with the manufacturer's standard warranty, the terms of which are determined solely by the manufacturer. Warranty periods, coverage, and exclusions vary by manufacturer and product. Full warranty documentation is provided with your equipment upon delivery.

2. Reporting Equipment Issues

All equipment faults or issues must be reported to Kitchway first.

Contact us at cs@kitchway.co.uk

• Your order number and date of purchase
• Equipment model and serial number
• Detailed description of the fault or issue
• Photos or videos of the problem (where applicable)

Do not contact the manufacturer directly or arrange your own engineer visits without prior authorisation from Kitchway.

3. Warranty Claims Process

Once you report an issue to Kitchway, we will:

• Assess whether the issue is likely to be covered under the manufacturer's warranty
• Liaise with the manufacturer on your behalf to arrange assessment, repair, or replacement
• Coordinate engineer visits where required and authorised by the manufacturer
• Keep you informed of progress and timelines

Please note: The manufacturer has sole authority to determine whether a claim is valid, what remedy is appropriate (repair, replacement, or other), and the timeline for resolution. Kitchway facilitates this process but cannot override the manufacturer's decisions.

4. Engineer Callout Charges

Important: If an engineer visit is arranged and the manufacturer determines that the fault is not covered under warranty, you will be liable for:

• The engineer's callout fee
• Diagnostic charges
• Any repair costs for non-warranty work
• Parts and labour for issues caused by misuse, damage, or normal wear and tear

Common reasons a claim may be rejected and charges applied include:

• User error or incorrect operation
• Lack of proper maintenance or cleaning
• Damage from misuse, abuse, or negligence
• Unauthorised modifications or repairs
• Installation not carried out to manufacturer specifications
• Normal wear and tear or consumable parts
• Environmental damage (power surges, water damage, etc.)

Engineer callout charges typically range from £[XX] to £[XX] plus VAT, depending on location and the manufacturer's service provider. You will be informed of potential charges before an engineer is dispatched where possible.

5. Customer Responsibilities

When reporting and pursuing a warranty claim, customers must:

• Report issues to Kitchway promptly and provide accurate information
• Provide proof of purchase when requested
• Make the equipment available for inspection or engineer visits during normal business hours
• Follow troubleshooting instructions provided by Kitchway or the manufacturer
• Allow reasonable time for assessment and resolution (typically 5-10 working days, though complex cases may take longer)
• Cooperate with manufacturer-authorised service engineers
• Accept that the manufacturer's decision on warranty coverage is final
• Pay any charges for non-warranty engineer visits, diagnostics, or repairs promptly

6. What the Warranty Does Not Cover

Manufacturer warranties typically exclude:

• Damage from misuse, abuse, or operation outside manufacturer specifications
• Unauthorised modifications, alterations, or repairs
• Normal wear and tear, cosmetic damage, or consumable parts (e.g., seals, filters, bulbs)
• Damage from improper installation, storage, or environmental conditions
• Damage from power surges, lightning, flooding, or natural disasters
• Failure to follow manufacturer maintenance schedules or cleaning requirements
• Commercial use of equipment rated for domestic use only
• Damage during transit after delivery has been accepted

7. Kitchway's Role & Limitations

Kitchway will:

• Act as your first point of contact for all equipment issues
• Facilitate warranty claims with manufacturers on your behalf
• Coordinate engineer visits where authorised by the manufacturer
• Provide manufacturer contact details and warranty documentation
• Maintain records of your purchase for warranty verification
• Offer initial troubleshooting guidance where possible

Kitchway cannot and will not:

• Override or influence manufacturer warranty decisions
• Waive engineer callout charges for non-warranty issues
• Provide refunds or replacements for issues the manufacturer deems non-warranty
• Accept liability for manufacturer delays, decisions, or service quality
• Carry out repairs or servicing on equipment under manufacturer warranty
• Guarantee specific repair timelines (these are set by the manufacturer)

8. Your Statutory Rights

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015. If equipment is faulty at the point of sale or develops a fault within the first six months that suggests it was faulty when sold, you may have rights against Kitchway as the retailer. After six months, the manufacturer warranty is your primary remedy for defects, though statutory rights may still apply in certain circumstances.

For commercial buyers: If you are purchasing equipment for business use, different statutory protections apply under the Consumer Rights Act 2015 and Sale of Goods Act 1979. Please seek independent legal advice if you are unsure of your rights.

9. Extended Warranties & Service Contracts

Extended warranty and service contracts may be available directly from manufacturers or through Kitchway. These are separate agreements with their own terms and conditions. Please enquire at the time of purchase.

10. Contact Information

For all equipment issues, warranty claims, or service enquiries:

• Email: cs@kitchway.co.uk
• Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

Please have your order number ready when contacting us.